Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
A . Routing
B . Queue Management
C . Workforce Management
D . Reporting and Analytics

View Answer

Answer: C

Explanation:

Reference: https://help.mypurecloud.com/articles/plan-workforce-management/

Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed.

Reference:

https://help.mypurecloud.com/articles/about-workforce-management/

https://help.mypurecloud.com/articles/workforce-management-overview/